Manager, Client Experience
$79,409–$89,029 year
On-site · Saint Lucia, State of Queensland, Commonwealth of Australia
Job Summary
Lead the Client Experience team to deliver Tier 1 enquiry services across in-person and digital channels, driving service innovation, workforce planning, and continuous improvement. Coach Coordinators and frontline staff, build partnerships across Library teams and university stakeholders, and shape a student-centred, inclusive service delivery model supported by data insights. The role emphasizes strategic leadership, capability development, and ensuring high-quality, equitable experiences for diverse users at a major university library.
Required Qualifications
- Postgraduate qualification or an equivalent blend of education and experience
- Experience leading through others, supporting Coordinators or Supervisors to grow and succeed
- Experience guiding high-volume, client-facing services delivered across multiple locations and channels
- Confident with student systems and digital tools that enable service delivery
- Ability to contribute effectively within complex environments such as research-intensive universities or similarly structured organisations
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